Overview
Join to apply for the Contact centre team leader role at A2B Australia Limited. We are currently seeking an for a maternity leave position as a Team Leader in our Melbourne office. This role is above award on the Clerks Private Sector Award 2020 and the applicant is required to work 15:00-23:00 Tuesday-Saturday .
Position Purpose
The Team Leader role models excellent standards of customer service and satisfaction through effective personal customer relations skills. The Team Leader will lead, coach, and motivate a team to deliver departmental KPIs, targets, and objectives. The Team Leader will be accountable for setting targets and objectives with a focus on ensuring the team achieves objectives around performance, by increasing performance capability and engagement in the team with a focus on improving behavioural metrics such as, but not limited to, absenteeism, staff turnover, lateness, etc.
Responsibilities
* Lead, coach, and motivate a team to deliver departmental KPIs, targets, and objectives.
* Set targets and objectives aimed at improving performance, engagement, and behavioural metrics (e.g., absenteeism, staff turnover, lateness).
* Uphold Contact Centre quality assurance standards by undertaking silent monitoring and side-by-side coaching to ensure staff follow correct scripts and that customer requirements are accurately entered into the system.
* Provide clear and concise direction, support, and guidance to the team through effective coaching and setting of SMART objectives.
* Identify and implement improvements to enhance the customer experience or improve operational efficiency.
* Utilize multiple systems and applications concurrently.
* Deliver administrative support to the Contact Experience Centre to provide accurate, high-quality service that complies with all legislative requirements.
Skills & Experience
* Excellent communication and telephone manner.
* High level of interpersonal relationship skills and emotional intelligence.
* Ability to uphold Contact Centre quality assurance standards and ensure compliance with scripts and data entry.
* Ability to provide professional and effective assistance to promote and enhance the company reputation.
* Ability to provide clear direction and effective coaching, and to set SMART objectives.
* Identify and implement improvements to enhance the customer experience or improve operational efficiency.
* Ability to utilize multiple systems and applications concurrently.
* Ability to evaluate rational and emotional elements of situations and make sound decisions based on fact.
Com pany & Values ComfortDelGro Corporation Australia (CDC) and A2B acknowledges the Traditional Custodians of the land, waters, and communities throughout Australia. We pay our respects to all First Nations people, their culture, and to Elders past and present.
Seniorirty level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Transportation, Logistics, Supply Chain and Storage
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